To define roles and responsibilities in support, including:
· Application support
- Role: to manage the business processes and implement changes in them (bug fixes and new change requests)
- Responsibilities: for each business process, define a process champion from the functional department. In case of major problems with the business process, the process champion is the contact person.
· Development support
- Role: to work closely with the application and system management support teams
- Responsible for development maintenance (bug fixing) and new developments
· Program scheduling management
- Roles: normally a virtual team that includes members of the application team and the Software and System Management team
- Responsible for scheduling, monitoring, and error handling of background jobs
· Software and system management
- Role can be performed by one or more teams in the same or different organizations
- Responsibilities cover all activities (monitoring, error handling, performance management) for all the technical components in the solution landscape
· Helpdesk or user support
- Role: primary interface between users and the support organization
- Responsible for classifying and dispatching the problems to the right parts of the organization. In some cases, the helpdesk can solve minor issues (such as resetting passwords).
· Solution management strategy
· Business requirements
· Hours of operation
· Organizations involved in support
· Scope of the solution
1. Identify the scope of the solution to be supported, including:
- Technical components such as hardware, network, operating systems, databases, and software components
- Business processes,such as mySAP CRM Mobile Sales and Internet Sales
2. Identify teams involved in supporting the solution, including:
- Application support
- Development support
- Program scheduling management
- Software and system management
- Helpdesk or user support
3. Define roles and responsibilities at team level.
- If you have an outsourcing provider, they may want to do this internally.
4. Define SLAs and deliverables for each team.
5. Define communication between the teams, including:
- Regular meetings
- Standard communication
- Escalation procedures
Support organization defined